Job Description
We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Agents to create a customer centric and high performance culture through effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.
Essential
Matric / Grade 12 Certificate with the minimum of a C aggregate in both English and Maths
Minimum 3 years contact centre experience in the travel environment
GDS experience specifically Saber Native
Additional Information
1. Experience Required
Essential
Minimum 36 month customer service experience, within a leadership / supervisory position.
In depth knowledge or understanding of contact centre technology and methodologies
Neutral accent essential with excellent verbal and written English communication skills
Confidence and creditability with the ability to articulate in a clear and concise manner
Computer literacy in order to operate customer related information systems
Working knowledge and GDS certification (Sabre native)
Travel Knowledge at an international level attending to flight, hotel and transport bookings and changes, fare rules and ticketing
2. Behavioral Traits Required
High degree of patience and assertiveness with excellent rapport-building skills
Positively contribute and lead in team activities
Takes pride in work, checking own for quality ie. Lead by example
Maintains effective time management
Have a positive attitude and the ability to influence and motivate others
Effective emotional intelligence (EQ)
Flexible
Fast learner
Self-Motivated
3. Job-Related Knowledge, Competencies & Skills Required
Essential
Credit / Criminal Clear
Management of high performing teams
Confidence and creditability
Ability to effectively communicate information and knowledge assertively, whilst demonstrating empathy with customers and colleagues
Impact and influencing skills
Ability to prioritise deliverables and plan accordingly
Embraces change whilst remaining productive and positive
Manage the negativity of others
Leadership and conflict resolution skills
Knowledge / Experience of disciplinary procedures
Performance management skills
Good decision-making and Organisational skills
Ability to coach and motivate individuals
Excellent written and communication skills
Willingness to be approachable and help team members
Ability to work well under pressure
Exceptional team work skills
Determination to achieve high standards
Proficiency in the following Microsoft packages (Word, Excel & Outlook)
Exceptional administrative skills with sound planning, organizing and time management skills
Target driven
Saber Native
Industry regularity understanding
4. Other Specific Requirements
Must be able to work the following operational hours :
7 days a week, 365 days a year working rotational shifts 45 hour weeks
Public holidays and weekends 
